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INSPIRED TO HELP YOU SUCCEEDINSPIRED TO HELP YOU SUCCEEDTaking Customer Communications ManagementBeyond Legacy SystemsPres...
INSPIRED TO HELP YOU SUCCEED2 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.ChallengesFinanci...
INSPIRED TO HELP YOU SUCCEED3 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP ...
INSPIRED TO HELP YOU SUCCEED4 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP ...
INSPIRED TO HELP YOU SUCCEED5 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP ...
INSPIRED TO HELP YOU SUCCEED6 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP ...
INSPIRED TO HELP YOU SUCCEED7 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP ...
INSPIRED TO HELP YOU SUCCEED8 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP ...
INSPIRED TO HELP YOU SUCCEED9 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP ...
INSPIRED TO HELP YOU SUCCEED10 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP...
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Taking Customer Communication Management Beyond Legacy Systems - Carlisle & Gallagher Consulting Group - Brent Brown

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As banks grow and their customer preferences evolve, challenges around customer communications management continue to arise. The need to modernize customer communications is an element that cannot be ignored. Carlisle & Gallagher Consulting Groups' Brent Brown takes a look at the challenges, the effect of channel evolution, and solutioning dos and don'ts that should be considered.

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Brent Brown, Sr. Manager and Practice Lead at Carlisle & Gallagher Consulting Group, is a highly skilled senior technology executive with over 25 years of experience, most of which was in financial services. With a proven track record, providing executive-level vision and transformational solutions through people, process, and technology changes. he is responsible for CG's Core Banking Practice.

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  • Mobile AppsPromotionsGeography based notificationseDeliveryEmailSMS / TextSocial Media (Twitter/Facebook/etc)Postal MailATM MessagingVideoChatTelephone & Recorded Messaging
  • Your workforce includes: OperationsBranch StaffCall CentersMarketingRisk/ComplianceTechnology
  • Transcript of "Taking Customer Communication Management Beyond Legacy Systems - Carlisle & Gallagher Consulting Group - Brent Brown"

    1. 1. INSPIRED TO HELP YOU SUCCEEDINSPIRED TO HELP YOU SUCCEEDTaking Customer Communications ManagementBeyond Legacy SystemsPresented by Brent Brown, CG Retail Banking Practice LeadMay 21, 2013
    2. 2. INSPIRED TO HELP YOU SUCCEED2 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.ChallengesFinancial services institutions face a number of challenges that are also reflected by potential customer pitfalls.Bank Challenges• Creating a ConsistentCustomer Experience• Maintaining Security• Increasing OperationalEfficiency• Increasing Revenue• Adhering to RegulatoryCompliance• Missing Data• Archiving CustomerCommunication• Reducing Recurring Problemsand Multiple Contacts• Minimizing Reputational RiskCustomer Pitfalls• Experiencing InconsistentInteraction Quality• Recurring, UnresolvedProblems• Lacking Transparency ofCharges / Fees• Unified CommunicationChannels• Lacking Single Point of Contact• Confidence in Data Security• Misleading / UnclearPromotions
    3. 3. INSPIRED TO HELP YOU SUCCEED3 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP YOU SUCCEED3Customer Experience Recurring IssuesHOLD FOR STATISTICS SLIDE
    4. 4. INSPIRED TO HELP YOU SUCCEED4 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP YOU SUCCEED4Low Automation Maturity
    5. 5. INSPIRED TO HELP YOU SUCCEED5 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP YOU SUCCEED5For financial services institutions and their consumers, there are more communication avenues than ever before– and more opportunity for failure if customer communication is not properly managed.PostalMaileDeliveryMobileAppsATMsTelephoneChatVideoEvolving Communication Channels
    6. 6. INSPIRED TO HELP YOU SUCCEED6 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP YOU SUCCEED6Holistic Viewof CustomerKnowingYourCustomer(Better)ImprovedCustomerServiceReducedCustomerChurnEliminatedDuplicationEnterprise-wideConsistencyin ApproachRegulatory /ComplianceStrategies & Benefits of Successful Communication within Financial ServicesCOMMUNICATIONSUCCESSUnifiedCommunicationEnterprise-wide
    7. 7. INSPIRED TO HELP YOU SUCCEED7 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP YOU SUCCEED7Potential SolutionsUnified / CentralizedCommunicationsSingle Point of Contact(at least for high valuecustomers)Workforce TransformationRules-basedCommunication FlowData ArchiveDigitized Communicationsin a Central FileCustomer Notes (detailingprevious contacts)Automated WorkflowApplication(track problem aging androuting)Clearly DefinedCommunication ProcessFlow(includingroles, responsibilities, timing)Unified Timing for Releaseof New Communications
    8. 8. INSPIRED TO HELP YOU SUCCEED8 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP YOU SUCCEED8Financial Institutions should DO the following to ensure they are successful in implementing anenterprise core communication platform: DO identify all stakeholders:• Consumers• Marketing• Operations• Call Centers DO develop a strategy, business plan, goals, andsuccess factors• Improve Security / Decrease Risk• Enhance Customer Experience• Increase Revenue/Cross Selling• Create a more Efficient Back-Office Operations DO understand current and future regulations andcompliance implicationsSolutioning DOs• Branch Staff• Risk/Compliance• Technology• Vendors/Partners
    9. 9. INSPIRED TO HELP YOU SUCCEED9 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP YOU SUCCEED9 DO build a roadmap DO think “outside of the box” DO consider future channels DO be realistic about the investment needed DO build a heat map to identify trouble areas and gaps DO transform your workforce DO pilot and phase implementation of enterprisesolutionsSolutioning DOs (continued)
    10. 10. INSPIRED TO HELP YOU SUCCEED10 © 2013 Carlisle & Gallagher Consulting Group. Proprietary and Confidential.INSPIRED TO HELP YOU SUCCEED10 DO NOT execute a solution without a strategy DO NOT build another stand-alone solution DO NOT ignore consumer and employee feedback DO NOT forget to include all stakeholders in strategyand execution DO NOT ignore current or future regulations and/orcompliance areas DO NOT think that an enterprise core communicationplatform replaces human touch/elementSolutioning DON’Ts
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